With over 25 years’ experience, plus the same enormous passion and ambition we had on day‑one, we’re trailblazers in the pet e-commerce industry. Last Mile Delivery Strategy Execution
Monitor and teer the execution of the e‑commerce last mile delivery experience strategy in line with the customer promise, growth objectives, and platform capabilities.
Ensure strategic alignment between delivery experience ambitions and operational feasibility.
Track delivery performance against roadmap commitments, identifying risks, dependencies, and deviations early.
Provide regular progress updates and insights to senior leadership, highlighting impact, risks, and mitigation actions.
Customer Care Improvement Steering
Own the transformation of Freshdesk Program delivery insights into actionable, country-level improvement plans.
Establish strong ownership with Delivery Experience Managers (DEMs) while ensuring alignment through central program steering and governance.
Monitor, validate, and report the impact of improvement actions,



linking delivery execution to measurable ticket reduction and service performance improvements.
Own the prioritization and steering of delivery experience initiatives within last mile, including delivery speed of last mile carriers, on‑time delivery, first‑attempt success, and reduction of customer contacts.
Analyze customer feedback, complaints, CSAT results, and operational data to drive initiatives improving delivery communication, predictability, and satisfaction. Balancing customer experience impact with cost efficiency and scalability to ensure sustainable outcomes.
Design and operate SQL queries proving initiative assumptions as well as runs ad‑hoc analyses that explain the impact of the decisions.
Identify successful initiatives and scale best practices across countries to maximize customer experience and operational impact.
Coordinate with regional managers and internal Last Mile stakeholders to align on service standards and improvement plans.

📌 Senior Delivery Manager (España)
🏢 zooplus
📍 España